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Help Scout Review

CUSTOMER SERVICE SOFTWARE

Choose Help Scout when SMB shared-inbox simplicity and docs-first self-service matter more than enterprise omnichannel voice and social depth.

Last updated 2026-08-18Independent editorial review
  • Starting price

    $0.00/user/month

  • Free plan

    Yes

  • Free trial

    14 days

  • Best for

    SMB teams wanting email-first shared inbox support without enterprise complexity

SoftwareGlimpse review

7.5/10

Good

  • ease of use9
  • support job fit8
  • workflow depth7
  • omnichannel6
  • self service8
  • integrations7
How we score →

All features

16 features

Official demos appear only beside high-value features where verified ResearchMedia is linked — not as a generic video gallery.

  • Ticketing

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Shared inbox

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
    Help Scout official Open Graph visual
    Official Help Scout Open Graph marketing visual from https://www.helpscout.com/ — not a SoftwareGlimpse lab screenshot.
    Screenshot source ↗
  • Live chat

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro

    This video is hosted on YouTube

    This content is hosted by YouTube. The player loads only after you allow marketing cookies.

    Official vendor tutorial

    Help Scout's Beacon Widget

    What this shows

    • Beacon embeddable widget linked to Docs knowledge base
    • Contact form, live chat, and proactive Messages
    • Beacon embeddable widget linked to Docs knowledge base
    • Contact form, live chat, and proactive Messages
  • Knowledge base

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
    Help Scout official Open Graph visual
    Official Help Scout Open Graph marketing visual from https://www.helpscout.com/ — not a SoftwareGlimpse lab screenshot.
    Screenshot source ↗
  • Omnichannel inbox

    Free

    SoftwareGlimpse assessment: Limited

    What it supports

    • Available with noted limits in current research
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • SLA & routing

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Macros & automation

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Self-service portal

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • CSAT / satisfaction surveys

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Helpdesk reporting

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Ecommerce helpdesk

    Free

    SoftwareGlimpse assessment: Not supported

    What it supports

    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • ITSM / service desk

    Free

    SoftwareGlimpse assessment: Not supported

    What it supports

    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Chatbot / AI agent

    Free

    SoftwareGlimpse assessment: Add-on

    What it supports

    • Entry point: Free

    Limitations

    • May require an add-on or separate purchase

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Agent copilot

    Free

    SoftwareGlimpse assessment: Limited

    What it supports

    • Available with noted limits in current research
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Phone support

    Free

    SoftwareGlimpse assessment: Not supported

    What it supports

    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro
  • Helpdesk integrations

    Free

    SoftwareGlimpse assessment: Strong

    What it supports

    • Listed as available in product packaging
    • Entry point: Free

    Included in

    • Free
    • Standard
    • Plus
    • Pro